Helpdesk Specialist

Maximus, Inc.; Colorado Springs (CO); On-site; USD 34,000 - 41,000; Full time

Job summary

Maximus, Inc. seeks a Helpdesk Specialist to support a federal client with mission critical systems in defense of our Homeland. You will triage, research, and respond to user questions, providing essential technical support for the program and systems.

The role is on-site in Colorado Springs, requires a Secret clearance, and involves rotating on-call duties with long shifts as part of a 24x7 operations center. Prior incident management experience is valued.

Qualifications

• 1-3 years of experience in Helpdesk/ServiceDesk/Call Center.
• Experience utilizing an Incident Management Ticketing System such as ServiceNow or comparable systems.
• Active Secret clearance is required.
• Willingness to participate in a 24x7x365 on-call schedule and extended shifts.

Responsibilities

• Respond to calls, emails, and personnel requests for technical support.
• Identify, research, and resolve technical problems.
• Document, track, and monitor problems to ensure timely resolution.
• Correct application issues, solve network and security problems, and identify common PC problems.
• Create user accounts and manage access rights for multiple applications.

Skills

Customer service

Technical troubleshooting

Communication

Education

High school diploma or GED

Tools

ServiceNow

Job description

Description & Requirements

Maximus is seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.

As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems.

This position is on-site in Colorado Springs, CO and requires a secret clearance.

Essential Duties and Responsibilities:

• Responsible for responding to telephone calls, emails, and personnel requests for technical support.
• Identify, research, and resolve technical problems.
• Document, track, and monitor problems to ensure timely resolution.
• Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
• Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.

Job-Specific Essential Duties and Responsibilities:

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
• Assist customers, troubleshoot problems, and coordinate technical support.
• Account creations, account lockouts, password changes
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests
• Direct unresolved issues to the next level of support team member
• Establish phone bridge with next level of support and customer leads per SOP’s
• Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system

Job-Specific Minimum Requirements:

• Active Secret clearance is required.
• 1-3 years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
• 1-3 years of experience utilizing any Incident Management Ticketing System such as: ServiceNow Other, comparable systems
• This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout the year

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Minimum Requirements

• High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$ 25.00

Maximum Salary

$ 30.00